Discussion

Ask the Expert - Pega Co-Browse with Avishek Banerjee

Join @Avishek in this session of Ask the Expert (July 29th - August 9th) on Co-Browse.

Meet Avishek Banerjee: Avishek joined Pega in 2009 and after working on several Pega Platform UI teams, moved to Pega Customer Service group leading the development of Pega Chat and Pega Co-browse as Development Manager. He now works as a Senior Product Manager focusing on the Pega Co-browse and Chat and Messaging capabilities. Avishek works out of Pega’s office in Hyderabad, India. And when he’s not working, his dogs keep him very very busy (and healthy)!

Message from Avishek: Co-browse is a high touch visual way for Contact Center Representatives to connect with End Customers and help them out across websites, greatly increasing customer satisfaction and reducing frustration for both the CSR and the Customer. The best thing about Co-browse for organizations is that they don’t have to ask their customers to install anything on their computers or browsers to be able to Co-browse with a CSR. That increases trust and reduces hassle. Co-browse greatly elevates the experience of channels like Phone and Chat enabling high efficiency customer service. I look forward to engaging with all enthusiast on the most cherished product I have ever owned (I’ve always been partial to Co-browse)!

Ask the Expert Rules

  • Follow the Product Support Community's Community Rules of Engagement
  • This is not a Live Chat - Avishek will reply to your questions over the course of this two-week event
  • Questions should be clearly and succinctly expressed
  • Questions should be of interest to many others in the audience
  • Have fun!

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July 30, 2019 - 1:45am

N/A

July 30, 2019 - 7:45pm

Pega
July 31, 2019 - 6:53am

Here's something to get the juices of excitement flowing for everyone...

Its the Introduction to Pega Co-browse... Give it a shot. Then give it a thought.

Where can Co-browse help you or your customers? How can you transform your experience you offer your customer with Co-browse? How can I help you?

August 2, 2019 - 1:35am

Hi Avishek ,

I have couple of questions , appreciate if you can provide your comments .  

1) We are on Pega platform 8.1 Customer Service  and when i see co-browse 8.1 implementation guide , in page 11 i see "PortalCobrowsingAPIToken " . This property or DSS doesnt exist in the 8.1 platform at all .

2) I have a sample HTML page( outside Pega)  where i have Chat Script and want to initiate the co-browse . The  script has the tag "fireflyChatAPI.cobrowseAPIKey" set correctly but i do not see the Co-browse when the chat is initiated . I looked into the implementation guide for Customer Service but that doesnt provide much information.  Appreciate if you can provide a working example in the implementation guide for this scenario . 

3) The Co browse key  generation pattern seems to have changed  . With the key that we have in the Co-Browse site , the when rule "HasCoBrowsingAPIKey " seems to be failing and the co-browse "support" button is not visible in Customer Service. 

4) Co Browse is available standalone for managers through Customer Service Portal . When the cobrowse is launched, it doesnt find the javascript function "StartCoBrowseSession"  . This scenario is tested with the OOTB Customer Service Sample application . Once i include this function using the JS file in the harness , it still doesnt work as the CoBrowse Key is not passed . The same functionality work when the Co-Browse task is initiated from the Interaction Case . 

5) With the co-browse being secure , if we put the script directly in an sample HTML which is in the local system , we are seeing a CORS issue . I believe there should be something in the implementation guide to point this out  and also mention using Firefox as a work around . 

Pega
August 6, 2019 - 3:40am
Response to Dineshsb1

Dinesh,

Your queries fall mostly in the area of Support rather than a discussion about Co-browse and its features and solutioning approaches. Pega would be glad to help you. Please log the Support Requests with our GCS team and someone will help you out with these issues. Thanks.

August 6, 2019 - 5:29am
Response to Avishek

Hi Avishek , 

Thanks for the response . I will raise the SR . 

Thanks

Dinesh

August 2, 2019 - 8:14am

Hello Avishek,

Congratulations for the Co-Browse power point it is informative. I would like to know how do we embed this feature into our existing Pega Applications built on Pega 7.1.X. Is this feature configurable for existing Pega Platform applications.

Currently we are using other recording/replay tools to understand the customer experience and troubleshooting from there but with this Co-Browse option we can avoid third party tools usage and back and forth phone calls and understand the issue and also we can make our applications consistent and unique by embedding this feature into our existing apps.

I would like you to think beyond this co-browse feature meaning extend this feature to record the session automatically and send the recording to Pega IT team as well.

Here is the scenario:

For e.g. the Customer is using a banking application and trying to add a new Payee to transfer money. But customer is getting an error while doing it (due to system issue or inexperience in the system and lack of knowledge to use the system). So if we give an option for the customer to Record the session(Record Screen button) (same as the Share Screen button option on Pega UI Screen) then it should automatically record the customer action and send a report to the IT department this feature can help IT department to understand the user behavior and experience.

Please provide your inputs.

 

Pega
August 6, 2019 - 3:36am
Response to NaveenL6

Hello Naveen,

First about your request for integration of Co-browse with Pega Platform. Co-browse is a fully baked in and seamlessly integrated feature in Pega Customer Service and works out of the box for Phone and Chat interactions. You can refer to the Pega Customer Service Implementation Guide to see the steps to get started with Co-browse. Co-browse is not integrated into the Pega Platform or other applications as we have not had enough usecases to justify the integration. But, you can always achieve it yourself using, what we call the Partner Session API. I have attached the steps to follow here.

That gives us a good transition into your next usecase. We have thought about it in the past just as we were developing the recording functionality. But, just like every product decision, we didn't have sufficient ask for it. But, now with more traction towards the recording feature we have started hearing this ask as well. The feature is part of our roadmap. We will deliberate over it and try to get it included in a future release. Thanks for the inputs and feedback.

August 7, 2019 - 10:05am

Hi, we are implementing pega chat on  pega cloud and also plan to migrate cobrowse to pega cloud offering .  have an question on data base access . how do we access the postgresql db table that are in cloud ? we have business reporting needs to go against the chat details that are stored in the pega chat db table and also cobrowse . we were able to query the table directly if its in house  . in pega cloud , do we get access to the loud db ? 

thanks in advance.

 

 

Pega
August 12, 2019 - 5:50am
Response to PONNADAK2

It is not possible for customers to get access to the Cloud Database. The Cloud offering is a multi-tenant service and hence no individual customer can access the DB. It would be good for you to work with your Account Executive to discuss your reporting requirements with relevant members in the Pega Product and Consulting team. We can then help you identify if these reports are already available out of the box in Pega Customer Service. If not, we can help identify means to build them or make them available in subsequent releases.

Mod
August 12, 2019 - 6:11am

Thank you for this great discussion on Pega Co-Browse. Continue asking your Co-Browse questions on our community by creating new posts!

Thank you @Avishek for being an awesome expert!

Lochana | Community Moderator | Pegasystems Inc.